ComplaintsforThe Betesh Group

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. I purchased my formula pro advanced machine in February. My daughter arrived May 13th and the machine does not work.2. My husband called customer service on May 16th and was told he would receivean email. He did not.3. On May 17th he emailed your customer service team. We received no response.4. I called on May 20th. I cut the cord of the machine and sent a picture.5. I asked for the machine to be overnighted. It was not. I received it May 22nd. NINE days after my daughter was born.6. I asked for compensation. I received a $15 credit. That is not acceptablefor a $300 machine.7. On May 22nd we set up our new machine. IT DOES NOT WORK. IT WILL NOT CONNECT TO OUR PHONES.

  Business response

  05/28/2024

  We deeply apologize for the inconvenience and frustration you've faced. Your satisfaction is our utmost priority, and we acknowledge that we've fallen short in meeting your expectations.
  We regret that your Formula Pro Advanced Wifi machine didn't function as expected upon your daughter's arrival. We understand the inconvenience this has caused you. In response to your complaint, we have refunded the price difference between the regular Formula Pro Advanced and the Wifi version. Additionally, we have processed another partial refund to bring the price down to $150.
  Your feedback is invaluable to us, and we are dedicated to ensuring your satisfaction. Thank you for bringing these issues to our attention.

   

  Regards,

  
  Baby Brezza Customer Care. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I planned to buy a baby brezza bottle washer pro since it was announced. Their website offers 20% off for hospital employees. The product was on pre-order for a while (ive been waiting since october) and i discussed with a representative who told me that products on pre order do not qualify for the hospital employee discount and after its no longer on preorder it would qualify. i waited until this week when i saw it was no longer on pre order. I started the order process and website rerouted me through ID.me where i got verified. i submitted the order and no discount was applied. I contacted baby brezza and now they state this product does not in the list of products that qualify. i believe this is unfair advertising on their end and their representative lied that once off pre-order the product will qualify for the 20% discount. they are not willing to take responsibility I am hoping for a refund of 20% or at least store credit on that amount

  Business response

  04/16/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for any confusion or inconvenience you have experienced during your purchase process.
  We understand your frustration and want to address your concerns promptly. Upon reviewing your case, it appears there was a misunderstanding regarding the eligibility of the hospital employee discount for the bottle washer. We apologize if this was not clearly communicated to you during your interaction with our representative. Our bottle washer is excluded from all promotions and discounts. We have no immediate plans to over discounts on the bottle washer at this time. 

  
  We understand the desire to have this product at a discounted price. While we cannot offer a discount on the bottle washer, your satisfaction is important to us. We would like to offer you a complimentary box of detergent tablets. Please reach out to our customer care team so we may obtain the mailing address and provide you with such. Again, we apologize for any inconvenience this situation has caused and appreciate your understanding.

  Below are the details and exclusions of the promotions that we offer. 

  ************************************************************************************************************* & *******************************************************************************************

   

  Regards,

   

  Baby Brezza Customer Care. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a desktop 10 drawyer organizer from Amazon. It arrived all bent and poorly manufactured massive gaps in the frame The box was in perfect condition. It was the item inside the box. Thats all bent. I contacted the company and they basically said they dont have parts for it. They should be reputable and they should be sending me a new one and I can send them this one back. Its not my fault that they shipped. Terrible quality products Amazon.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WiFi brezza has a warranty. Was defective. They told me to cut the cord - send a picture and then they would send a new one. Did everything correctly. Never got a machine or response. Contacted. Hard to reach Said out of stock of that machine. Offered one that cost LESS but no refund on difference. Then later said in stock. Sending soon. Still no machine. Have a baby I cant use machine for MONTHS. Still no machine. **************** number you wait on hold then it hangs up. Made me break the machine then didnt send another

  Business response

  03/13/2024

  We sincerely apologize for the inconvenience and frustration you've experienced with our WiFi Brezza machine warranty process. This is certainly not the level of service we aim to provide to our valued customers. We have escalated the issue to our Baby Brezza ****** team as they handle all inquiries and warranty claims from ******. We assure you that your concerns have been escalated to the relevant department, and they are actively working to resolve the issue. 
  Please accept our sincerest apologies once again for the inconvenience and frustration caused. We appreciate your patience and understanding as our ******** team work to rectify this situation promptly.
  Thank you for bringing this matter to our attention.

  Customer response

  03/13/2024

  
  Complaint: 21413482
  
  I am rejecting this response because:
  
  I did not get to use the product for the time I needed it for
  
  
  Regards,
  
  *********************************

  Business response

  04/16/2024

  We have received a response from Baby Brezza Canada that a resolution was offered. Please let us know if a resolution was not agreed to. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Received a BabyBrezza Instant ****** as a baby shower gift in November 2022 when my daughter was born. It stopped powering July 2023 (within the 12 mo manufacturer's warranty). I emailed customer service as their website states to do. Received a reply on 7/26/2023 stating I needed to respond with Lot #, and full contact info. I responded that same day. I have not received any further communication. I have sent three follow-up emails since asking for an update on the claim. I have already gone ahead and had to re-purchase the item myself as it's overall a very convenient item we love having. I'd prefer to be reimbursed for the one I just had to purchase myself, however I would also accept a replacement. I did keep the nonfunctioning one if they'd like it returned. I overall am just disappointed in the lack of communication. LOT#NJ269B2222

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a smart soothing mat from them in March and have been having issues with it randomly shutting off. Sometimes after just a couple seconds of running. *** contacted the company via email twice over 3 weeks then tried posting to their social media and finally got a response. I sent them all the info they needed and now theyve disappeared again. Unfortunately, I have a bottle maker, sterilizer, bottle warmer, and smart soothing mat from them and every time Ive had a formula question its taken weeks and several emails to get a response. Im over this company and will not purchase again.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This occurred in April 2023. The BabyBrezza Superfast Sterilizer and Dryer was used correctly but despite this began to smoke and release a harsh chemical burning smell. Additionally, customer service has been abysmal - they made me jump through hoops to activate my warranty and tried to find every loophole to avoid honoring my warranty, even going so far as to ask me to activate the unit again and take a video of it in my home showing it smoking - ridiculous. This is a health and fire hazard that is endangering the lives of children. It is clear from some short online research that this product is highly defective across multiple units as this burning issue is extremely common. Public authorities NEED to ban this product before it kills a child or their family by starting a fire. Additionally, their customer service is horrible. Making me call multiple times to check on the status of my warranty / refund. As of May 10, 2023 I have yet to receive any warranty / refund despite having shipped the product back to them over 14 business days ago. They do not respond to email and their approach is to make it difficult for people who wont want to go through the hassle of all this just to get their $150-$200 back. Going to waste another hour today calling them to check on the status of my warranty, even though they should be the ones keeping me updated. Awful. Do not ever buy a BabyBrezza product or you are up a creek without a paddle if and when something goes wrong.

  Business response

  05/16/2023

  We have reached out directly to the customer and we appreciate the recent conversation with our team. A refund for the Superfast Sterilizer Dryer was processed on 05/03/2023 and has been credited back to the original method of payment. We deeply regret any inconvenience or difficulties our customer encountered, as they do not align with the quality we strive to provide with our product. We have since taken steps to enhance our warranty process, aiming for a more satisfactory customer experience. We apologize for falling short and missing the **** on this interaction.
  
  Regards,

  Baby Brezza
  
  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a brand new baby Rezza bottle dryer and sterilizer After two uses Im having issues with the machine my baby is 3 weeks old I contacted the company twice on 4/16 and 4/17 To initiate a warranty claim no response yet

  Business response

  04/20/2023

  Dear valued customer,
  We apologize for any inconvenience you may have experienced with our bottle dryer and sterilizer. I'm sorry to hear that you have already experienced issues with your product after only two uses. I can assure you that this is not the level of quality we strive to provide our customers. Please know that we take all warranty claims seriously and we are doing our best to respond to your inquiries as soon as possible. A warranty email was sent yesterday. Once we receive a response to that email, we will be able to proceed with your claim. In the meantime, if you have any additional concerns or questions, please do not hesitate to reach out to us. We are committed to resolving this issue for you and ensuring that you have a positive experience with our product.
  Thank you for choosing Baby Brezza brand and for bringing this matter to our attention.

  
  Sincerely,
  Baby Brezza Customer Care.

  Customer response

  04/21/2023

  
  Complaint: 19951420
  
  Please see attached information needed to process warranty claim the item was just received at my baby shower one month ago it was a gift 

   

  The malfunction already ruined two bottles so no video will be provided 

   

  basically  the fan button heats everything to the point where the glass is so hot I cant touch it, and there shouldnt be any heat at all, its just an air dry button 
  
  Replacement address is 

  Christi Femera 

  **********************************;

  ******* ** 07013

  Regards,
  
  ***************************

  Customer response

  04/21/2023

  Lot number on the unit is LOTH N/28AB

  So the fan button heats everything to the point where the glass is so hot I cant touch it, and there shouldnt be any heat at all, its just an air dry button 

  Business response

  04/24/2023

  Thank you for reaching out to us. Our team is preparing a replacement for you. You will receive an email shortly. Please note that the air dry function does heat up the air in order to dry the bottles. All further inquiries can be responded to via email or if you choose to contact us via phone. Thank you for your understanding and support. 

  
  Regards,

  
  Baby Brezza Customer Care. 

  Customer response

  04/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought the Pro Advanced Formula Dispenser. We just used water to try, however, after days. The water from the dispenser still has a strong plastic taste. We tried to contact customer service but never got any response. We want to return it for a refund.Order: ******

  Business response

  04/19/2023

  Dear Valued Customer, 

   

  I'm sorry to hear that you've had trouble with the  Formula Pro Advanced Formula Dispenser and that you haven't been able to get a response from our customer service team. One of our agents reached out to you via email a few moments ago with instructions on next steps to take in order to proceed with your refund. 

   

  Regards,

   

  Baby Brezza Customer Care. 

  Customer response

  04/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a Formula Pro Advanced as a baby shower gift. The product displays error code E4 and will not create a warm bottle. Clearing the error does not resolve the issue. I am within the warranty period and have been calling and emailing **************** for 2 weeks and have not received a response even though their automated response says a reply will come within "the next few business days". I would like a response from **************** and their warranty honored.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩